Common Error Sources

Quickly fix common error sources.

I forgot my password

I am the administrator of the luckycloud account:

If you, as an admin, have forgotten your password, you can request a new password to be sent to your verified email address by clicking on “Forgot Password”. Otherwise, you can reset your password at any time in the customer dashboard.

I am a team member:

If you, as a team member, have forgotten your password, only your administrator can send you a new password via the gear icon “edit” in the team manager. Please contact the administrator of the luckycloud account for assistance.

I cannot connect with the sync client.

Have you entered the correct server? A detailed guide can be found here..

I am having synchronization issues

Sometimes you may encounter problems with the synchronization of a folder.

First, check at https://status.luckycloud.de to see if our systems are accessible.

Generally, it is advisable to stop and restart the client or your computer. Below is a list of various error sources.

The synchronization keeps failing: If the synchronization fails, you should check if one of the following options helps:

Restart: Restart the client. First, close it properly. Right-click on the “luckycloud client icon” in the taskbar at the bottom right and select the “Exit” option.
Standby mode: If your PC is in standby mode, the upload may be interrupted.
Where are your data located? The client should always be installed where the data is located.
Is the hard drive where your data is stored encrypted? Disable the function that automatically starts the sync client after a PC restart. Please start the client only after you have decrypted the hard drive.
Is it due to your antivirus program? You can temporarily disable your antivirus program to check if it is blocking the connection to your luckycloud.
Are you using a proxy server? If you are using a proxy server in your network, you must manually configure it in our client's settings.
- Right-click on the affected directory in the luckycloud client and select “Resync”.
If you want to synchronize network drives with luckycloud, you must enable the options “Do not disconnect a directory despite local error” and “Do not disconnect a directory despite server error” in the client's settings. We generally recommend storing the data locally for better performance.

If you still experience synchronization difficulties, our technical support can take a look at your systems.

I see an exclamation mark instead of a green cloud on my folders.

If you see a “!” or “X” instead of a green frame on your directories, you can try the following to restore synchronization:

Restart the luckycloud client by closing and reopening it. Alternatively, you can restart your PC/laptop.
If the problem persists, try ending the synchronization and reconnecting. Right-click on the affected folder and select the “Disconnect Sync” option. Confirm the prompt with “Yes”.
Right-click on the folder again and select “Download and Sync”.
Then choose “Sync with existing folder”.
Finally, you must specify the folder path of the original folder on your computer.
After a short synchronization time, the cloud should appear green again. However, it may happen that another user has changed a file in the meantime. If this is the case, conflict files will be automatically created.

If the problems persist, please contact our support.

I cannot generate share links

You must be authorized to generate share links. Share links (upload and download links) can only be generated from unencrypted directories.

Deleted files reappear

You should delete the local index of your sync client on both devices. It contains old/incorrect metadata. These old index files cause outdated files/folders to be uploaded.

Please proceed as follows:

Close the sync client on all devices.
Clean up your cloud online and delete all unwanted folders/files.
Navigate to the local “luckycloud Client” folder on your device. You can use the search function in Finder or Explorer for this.
If necessary, move your data to another location if you had synchronized your data in the “luckycloud Client” folder.
Delete the entire “luckycloud Client” folder.
Perform an update of the sync client on all devices.
Start the sync client.
Connect the local folders with the cloud (sync with existing folder).

Deleted directories cannot be synchronized in the sync client after restoration

If you want to restore a directory after accidentally deleting it, the sync client may send you an error message.

In most cases, it can help to completely close and restart the sync client. How to properly close the sync client can be found here.

If the directory still cannot be connected to the associated folder, it is likely due to the luckycloud client folder.

Close the sync client again as described above.
Now go to your user folder on your computer and locate the “luckycloud Client” folder.
Please check if you have personal data stored in it. If so, move them to another folder.
If the luckycloud client folder is free of your personal data, you must delete it.
Once the folder is completely deleted, restart the sync client.

Now you need to log in to the sync client again and reconnect the directories that were synchronized with your computer. How to connect folders on your device with existing directories can be found here. The synchronizations should now run smoothly in the background.

macOS: After updating to Monterey, the drive client cannot be started

If you receive the error message “Initialization not possible: The kernel driver could not be installed” after updating to macOS Monterey, we can help you with this.

Completely uninstall the drive client.
Restart your computer.
Download the drive client again and install it.
Now you just need to log in and you're done!

Fix SSL certificate error with luckycloud sync and drive client

Due to a change at the certification authority Let's Encrypt that we use, there may be problems in some cases if the operating system has not updated its locally stored certificates. If there is an error with SSL certificates, the following steps will help you:

Open luckycloud.de with a Google Chrome/Chromium browser (Microsoft Edge also works for Windows users).
Then close the sync/drive client as described here.
Restart the client.

For Windows 7 users, this solution may not always be sufficient. Here you can try to stop the verification of server certificates in the sync and drive client.

Go to the small arrow “Show hidden icons” on the right side of the taskbar.
Right-click on “luckycloud Client”.
Select “Settings”.
Under “Advanced”, go to the option “Do not verify server certificate during HTTPS synchronization”.

Individual folders and files are not synchronizing.

If certain folders and files are not synchronizing, but everything else is working, it may be due to the naming.

In Windows, certain characters have a system-internal meaning when used in file names. Examples include the asterisk (*) for wildcards and the backslash (/) as a directory separator. Different operating systems (Windows, Mac, Linux) have their own rules for naming data. It may happen that a user creates a folder with a period at the end of the name under macOS or Linux and then synchronizes it with luckycloud. If you want to synchronize this on a Windows PC, error messages may occur.

This can also happen in the luckycloud web view, as it is based on Linux.

Recommendations for naming files and folders:

Recommended: Alphanumeric characters of the English alphabet: a-z, A-Z, 0-9. Additionally, the special characters hyphen (-) and underscore (_) can be used.

Allowed, but not recommended: Umlauts and spaces. Windows 10 can handle these characters, but servers often cannot, leading to errors. Characters that should not be used.

Allowed, but not recommended: All other special characters – except hyphen (-) and underscore (_). Using these special characters can cause errors.

Not allowed: / : ? “ < > | . Saving a file with a name containing any of these special characters is not possible in Windows 10.

Case sensitivity: In Windows, there is no distinction between uppercase and lowercase letters in file names. Therefore, it is not possible to save two files within a folder that differ only by this property (e.g., Test.pdf and test.pdf).

Sync and drive client: Installation error on Windows

Sometimes there can be problems installing our software on a Windows PC due to missing permissions.

Here it can help to install the sync and drive client using the Windows command prompt (cmd) as an admin.

Go to the Windows search and type “cmd”.
Right-click on the search result.
Select the option “Run as administrator”.
Now enter: msiexec /i followed by the path of the installation file (e.g., msiexec /i “Path/InstallationFile.msi”).

Here is an example:

You want to install the sync client and have the installation file in your download folder. Enter this in the command line:

msiexec /i “C:\Users\Demo\Downloads\luckycloudSYNC-Client.msi”

Sync client finder extension not showing in macOS

If the finder extensions of the sync client are not showing, try the following steps:

Open the sync client and click on the “gear” at the top right to open the settings.
Under “General”, disable the finder extension.
Close the sync client.
Open the system preferences of your Mac.
Under “Extensions” and then “Finder Extensions”, activate the extension for the icons in the luckycloud client.
Now restart the luckycloud client and also enable the setting here.